Temporary Operations Team Leader (Customer Service)

About the role

The Temporary Operations Team Leader will oversee a group of Customer Service Representatives, ensuring they meet performance metrics, quality standards, and sales targets. This on‑site position requires flexible scheduling, including mornings, afternoons, evenings, and weekends.

Key responsibilities

• Monitor and evaluate calls, emails, and chats for quality and compliance.
• Track team performance against assigned metrics and implement corrective actions.
• Maintain and improve quality standards required by the account.
• Drive sales goals through motivational techniques and action‑plan execution.
• Provide coaching, feedback, and development opportunities to team members.

Required profile

• Minimum 1 year of experience as a team leader in the BPO industry.
• Third‑year graduate in Business Administration, Industrial Engineering or a related field (desirable).
• Schedule flexibility (AM, MID, PM and/or weekends) and ability to work on‑site.
• Strong leadership, conflict‑management, problem‑solving and critical‑thinking abilities.
• High sense of urgency, ability to deliver results under pressure, and strong multitasking and analytical skills.

Required skills

• Proficiency with Google Workspace.
• Intermediate Microsoft Excel (SUMIF, VLOOKUP, PivotTables, conditional formulas, advanced filters, charting).